Advanced Remote Management Troubleshooting

Introduction

Less common, though possible, issues may arise through the use of Advanced Remote Management. For a walk-through of more common scenarios, please refer to the end of the Advanced Remote Management Guide.

 

Troubleshooting errors and issues connecting to devices

"Message failed" and "Request Timeout" error messages while connecting to a mobile device; While initiating a remote support session, connection to device does not establish. 

Possible Causes and Solutions

No network connection on device: The device is not in a covered service area. [Click for Solution]
Verify the mobile device has a data network connection of a Wi-Fi connection.
 
Power Save Mode is enabled: The mobile device is in PowerSave Mode. [Click for Solution]
The Power Save Mode restricts background data services for Remote Management Agents. It is recommended to disable the Power Save Mode.
 
Wi-Fi Firewall is enabled: Firewall software is installed on the device. [Click for Solution]
If the device has firewall software installed and is enabled while the device icon a Wi-Fi network, the connection may be blocked by this firewall. Verify the firewall software on the device and ensure it is turned off. Another option is to add an exception to the device firewall to allow the Remote Management connection.
 
Remote Management Agent not installed: Remote Management Agent has been removed from the device. [Click for Solution]
Use the AirWatch EMM portal to push the Remote Management Agent file to the device and ensure the device is registered properly with the Remote Management Server.
 
CP discovery fails: Remote support session with the device cannot pass to a Connection Proctor (CP) server. [Click for Solution]
When the remote session does not pass to a CP server, the CP server may not be available for a connection. If this is the case, please call your local AirWatch support line or submit a Support Request via myAirWatch.
 
Maximum data limit reached: Device has a limit on the amount of data it can use. [Click for Solution]
Data use restrictions or reaching maximum limit may prevent the user from launching the Remote Support Agent on the device. The support admin should verify the data limits for the device and ensure the limit has not been reached. 
 
Device root certificate: Device root certificate is not well known. [Click for Solution]
On Android devices running OS versions prior to 5.0, the root certificate installed on the device may be missing or different from root certificates deployed on the server. Obtain an SSL certificate from a well-known vendor; the device store certificate should match the root certificate on the server certificate store. Older device may have more limited root certificates included in the OS.
 

 

"Request Timeout" error message and "Dependency Stub Missing" error

On Android devices running an OS lower than 5.1, the remote control session connection may time out on Step 2. In the troubleshooting screen of the AirWatch Console, the following error message may display:

"Device Event Log Description: RM Capability (-2 - Remote Control Feature cannot be supported - Dependency Stub missing)”. 

  

Possible Causes and Solutions

RM Service missing on device: RM Service is missing from the device or the correct version for the Android OEM is not installed. [Click for Solution]
Push the correct RM Service with the appropriate permissions for this device; each OEM has a separate RM Service available on the Resource Portal with the exception of Samsung, which can use the base RM Agent. 

 

PIN screen appears on the device when it should not

The PIN screen displays on the Remote Management Console or device when it should not.

Possible Causes and Solutions

Incorrect Remote Management Agent: The incorrect Remote Management Agent is deployed to the device. [Click for Solution]
It is possible the AirWatch user is able to initiate a remote support session to the device, even with Attended Mode RM Agent installed. If you do not wish to require end-user interaction, refer to the resource package and instead deploy the Unattended Mode RM Agent. Additionally, use the AirWatch EMM portal to push the correct RM Agent file to the device and ensure the device is registered with the Remote Management Server.

 

Troubleshooting issues while using Remote Management

This section serves are a reference when the device does not properly display after a successfully established remote support session, or certain aspects of CLI or File Manager do not work properly.

Remote Support session is in View Only mode

On Android devices running OS version 5.1 or higher, the remote-control session may display in View Only mode, indicated in the top right corner. 

 

Possible Causes and Solutions

Incorrect Remote Management Agent: The incorrect Remote Management Agent is deployed to the device. [Click for Solution]
It is possible the AirWatch user is able to initiate a remote support session to the device, even with Attended Mode RM Agent installed. If you do not wish to require end-user interaction, refer to the resource package and instead deploy the Unattended Mode RM Agent. Additionally, use the AirWatch EMM portal to push the correct RM Agent file to the device and ensure the device is registered with the Remote Management Server.

 

Unable to upload or download files larger than 300MB in File Manager

While using the File Manager feature in Remote Management tool, you are not able to transfer files larger than 300MB to and from device. 

Possible Causes and Solutions

File Manager has a limitation of 300MB file upload/download limit per file; this is by design. 

 

"Permission denied" errors in CLI when issuing commands 

CLI displays "Permission denied" errors when issuing some shell level commands.

 

Possible Causes and Solutions 

Permissions do not allow certain commands to be issued: Commands may require specific root or shell privileges to be executed on the device. [Click for Solution]
By design, some shell commands are not allowed to be executed. Please refer to the AirWatch Remote Management 4.2 Guide for a list of commands and support.  

 

Image does not stream, device is missing buttons, or incorrect device is displayed while in remote support sessions

During a remote session in the Remote Management portal the device does not stream the content onto the screen; the device shown is missing buttons, or the incorrect device is shown.

 

Possible Causes and Solutions 

Missing platform signature and/or device skin: Server is missing platform signature and/or device skins. [Click for Solution]
A device's inability to stream content is caused by incorrect platform signatures. Missing buttons or being presented with a default device on screen means the server is missing the correct device skin. Upon encountering this issue, please call your local AirWatch support line or submit a Support Request via myAirWatch.

 

Slow performance and choppy image 

While in a remote support session, the streaming of content from the device is slow onto the screen and the image is very pixelated and choppy.

 

Possible Causes and Solutions 

Resolution and color palette not optimized: Resolution and color palette may not be optimized for remote support. [Click for Solution]
The resolution and color palette may not be optimized for remote support on the device as seen in the portal during a remote support session. Adjust the quality slides at the bottom of the screen to be optimized for remote support.
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